Using research, cognitive and data sciences, predictive analytics, AI, and film recording, we dive deep into the customer experience journey to uncover pain points and opportunities to build loyalty, drive business impact, and produce optimal customer experience outcomes.
Analytics & AI
We provide retailers a platform for cutting-edge retail analytics, including: eCommerce, Customer Analytics, Merchandising and Pricing Optimization, Supply Chain, Operation Analytics, Social Media, and Profitability Analytics.
Our industry-leading robotics technology can help retailers automate up to 60% of their back-office processes, creating major cost savings, and operational efficiencies. We can automate retail processes, such as merchant support, vendor inquiries, sales/seller support, order management, queue management, billing, invoice/order processing, and purchase order creation and management.
We offer two platforms to meet our retail customers’ needs.
- CEM Platform: Powered by a 360-degree customer view, this platform seamlessly integrates applications such as CRM, eCommerce, Loyalty Management, Order Management, and Social Media. It supports your customer lifecycle strategy by taking direct action to drive customer growth and improve retention, both through inbound and outbound activity.
- Chatbot Platform: Using AI-enabled digital assistants online, within mobile apps or across various messaging services, this platform automates customer interactions to help deflect live-agent contact volume, provide faster inquiry response times, increase engagement, and drive more personalization.
IT & Store Transformation Services
We provide IT Help Desk expertise that can transform in-store customer experiences and decrease employee turnover. We offer retail customers two types of IT services:
- Tier-1 IT Help Desk Services, which includes the support of: POS, kiosk, mobile, hardware and software, telecommunications, and connectivity.
- Store Health and Wellness Monitoring, which includes monitoring, reporting, issue detection, and analysis of store systems.
Customer Engagement Services
Satisfaction & Loyalty
Providing consistently positive experiences throughout the entire customer lifecycle is critical to achieve customer loyalty. We provide people, process, and technology to support the digital transformation of your Customer Loyalty program with services including: Loyalty Program Support, Gift Card Support, Account Management, eCommerce Pre and Post-Sale Support, Shopper Assistance, Order Management, NPS Services, Inbound/Outbound Sales Support, Loyalty Analytics, CEM Platform, Customer Curriculum Design, and Management.
Premium Tech Support
We offer companies a smarter way to service their customers and all their devices by quickly resolving issues across every channel and touchpoint. We provide a full range of technical support capabilities through SmartLeap™, including Product Support, Pay for Support, Remote Software, Break-Fix Hardware Support and Set-up, and Usage Support.
Acquisition and Enrollment
From prospecting to acquisition, we support your Customer Acquisition program through a variety of services that ensure a seamless and positive omnichannel experience for your soon-to-be customers. Our Customer Engagement Transformation services include: Loyalty Program Support, Prospect Segmentation Models, Prospect Prioritization Models, Lead Funnel Conversion Analytics, and Acquisition Campaign Optimization Models.
Creating a personalized customer experience requires a deep understanding of their behavior. With descriptive and predictive analytic models, we develop a 360-degree view of each customer. We identify insights into purchase and brand tendencies, channel preferences, churn propensity, LTV, and more. These insights help develop customer KPIs and Next Best Actions that can be used by customer service, sales associates, marketers, and even automated systems to provide a personalized customer experience—anytime, in any channel. These personalized experiences can be designed for new customer acquisition, retention, growth, churn, and win-back stages of the customer lifecycle.
Care and Support
Sutherland ensures your customers’ needs are addressed wherever they engage. Our omnichannel customer management services are based on customer channel preference, including voice, chat, email, mobile, video, social media, IVR, and web. Through these channels we provide services for eCommerce, Pre- and Post-Sale Care, Loyalty Program Support, Gift Card Support, Private Label Support, Self Service, Web Content Moderation, and Automated Cross-Channel Digital Assistants.
Business Process Services
Finance & Accounting (F&A)
To help combat shrinking profit margins and rising costs, we help transform retailers’ F&A processes by leveraging industry expertise, proprietary tools, economies of scale, global delivery capabilities, and a robust service delivery framework.
- Order-to-Cash: this includes credit management, order and billing management, disputes and deductions, and reconciliations.
- Record to Report: this includes GL accounting, month/quarter close, financial reconciliations fixed-asset/inter-company tax planning accounting/ reporting and analysis
- Procure to Pay: this includes accounts payable, p-card, T&E management, and reconciliations
From shopping cart to returns management, we ensure that every step of your ordering and return processes are streamlined for efficiency to create a seamless positive customer experience.